CRM automation / Barton J. Goldenberg.

Format:

Book

Author/Creator:

Goldenberg, Barton J.

Language:

English

Subjects (All):

Customer relations--Marketing.

Customer relations.

Customer relations--Data processing.

Marketing.

Physical Description:

xxiv, 294 pages : illustrations ; 24 cm

Place of Publication:

Upper Saddle River, NJ : Prentice Hall PTR, [2002]

Contents:

Customer Relationship Management (CRM)

An Overview

Butting Life Cycles

Why the Current Doom and Gloom?

Components of CRM

Successful CRM: Getting the People, Process, and Technology Mix Right

People

Process

Technology

Integrating People, Process, and Technology

CRM Strategy Formulation

The 10-Step Approach to Formulating a Successful CRM Strategy

Determining CRM Business Processes

The Eight-Step Process Review Procedure

CRM Business Application Trends

Increased Consolidation and Mergers Among CRM Vendors

Increasing Product and Marketing Focus on the Small to Mid-Market Niche

Movement Toward CRM Solutions with Web-Based Architectures

Increased Use of Analytical Tools in CRM Solutions

Increased Integration with GIS in CRM Solutions

Increasing Availability of Customer Lifetime Value Tools

Increased Capability for Lead Management

Increasing Availability of Supply Chain Management Functionality

CRM Technology Trends

Client/Server to N-Tiered

Portal Architecture

Field Force Automation

Configuration Tools

Wireless Components

XML Is Playing a Major Role

Web Services

Enterprise Application Integration

Application Server/Framework Architecture

ASP-Enabled Applications

Enterprise/Satellite Server Architecture

CRM and CCC Modules

Multilingual/Multicurrency

Graphical Workflow Mapping Tools

Business Intelligence

CRM: Benefits and Problems

A Blueprint for Effective Customer Relationship Management.

Notes:

Includes bibliographical references and index.

ISBN:

013008851X

9780130088512

OCLC:

48557663